Get on the same page: Tips for improving communication within your team

Do you ever feel like communication between your client coordinator and therapists could be a bit more smooth? 

Does it sometimes take a week or more before your client coordinator learns that a new client hasn't booked any more sessions after their intake session?

Effective communication is key to providing quality care for clients seeking mental health services. A powerful customer relationship management (CRM) system like Practice Axis can help streamline this communication and ensure that everyone is on the same page. 

However, even if you don’t have a CRM, here are 3 tips that can improve communication between your care coordinator and therapists: 

Tip 1: Send a post-intake survey to the client with only 1 question.

After the intake session, it's crucial to follow up with a brief survey asking the client about their experience and whether they felt their therapist was a good fit. This simple survey can provide valuable insights into why a future session was not booked. By sending a post-intake survey with only one question, you can streamline the process and make it easier for clients to provide feedback. This way, the care coordinator can quickly identify patterns, such as clients consistently reporting a poor fit, and address them in a timely manner to ensure quality care.

Practice Axis can take it a step further and send out automatic survey emails. From the clients who answered the survey, you can see how many thought their therapist was a good fit or not, and how many moved forward. It creates coaching opportunities for standard operating procedures around scheduling for therapists and practice philosophies, like who is a good client for you, how do you communicate, and how soon do you communicate.

Tip 2: Track the status of the session with a 1 question post-intake survey to the therapist.

Did the client complete the session, reschedule, or no-show? The survey that goes out to therapists makes it so care coordinators don’t have to track down therapists on the phone or in the hallway to update someone's schedule, they can keep the calendar updated, and get immediate feedback on therapist fit.

With a CRM, like Practice Axis, the care coordinator will always know the status of the intake session because they are moving the client along in the pipeline and have the survey automatically sent out to the therapist after the scheduled intake session. 

Tip 3: Follow-up on no-shows.

So what happens if a prospect or client no-shows the intake session? In this case, it's still important to maintain clear communication. The care coordinator might want to reach out to the client to determine whether they would like to reschedule the session or if they have decided not to move forward with treatment and why. 

With Practice Axis, you get standard operating procedures that would provide you with a clear guide on what to do in this situation along with task reminders. With these two automatic surveys, our CRM can track the reasons clients didn’t show up, and as a practice owner, you get to look at the bigger picture of how many times it happened and why.

Having a CRM like Practice Axis can enhance communication between therapists and care coordinators after the initial intake session by streamlining the process and helping practices measure the effectiveness. Schedule a demo here!